Kayako Features
What are the features of Kayako?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
Internal Use
- Customization
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Kayako Categories on G2
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Platform
Mobile User Support | Based on 81 Kayako reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 77% (Based on 81 reviews) | |
Customization | Based on 113 Kayako reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 79% (Based on 113 reviews) | |
User, Role, and Access Management | Based on 100 Kayako reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 82% (Based on 100 reviews) | |
Integration | Based on 63 Kayako reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 79% (Based on 63 reviews) | |
Reporting | Based on 129 Kayako reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 74% (Based on 129 reviews) | |
Dashboards | Based on 126 Kayako reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 78% (Based on 126 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 153 Kayako reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 87% (Based on 153 reviews) | |
Ticket Response User Experience | Based on 152 Kayako reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 85% (Based on 152 reviews) | |
Workflow | Based on 146 Kayako reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 81% (Based on 146 reviews) | |
Automated Response | Based on 138 Kayako reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 82% (Based on 138 reviews) | |
SLA Management | See feature definition | Based on 127 Kayako reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs) | 80% (Based on 127 reviews) |
Attachments/Screencasts | Based on 144 Kayako reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 75% (Based on 144 reviews) | |
Ticket Collaboration | Based on 145 Kayako reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 86% (Based on 145 reviews) | |
Customer/Contact Database | Based on 53 Kayako reviews. Central repository for account and contact information | 78% (Based on 53 reviews) |
Communication Channels
Customer Portal | Based on 129 Kayako reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 84% (Based on 129 reviews) | |
Email to Case | Based on 140 Kayako reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 88% (Based on 140 reviews) | |
Live Chat Support | Based on 102 Kayako reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live | 83% (Based on 102 reviews) | |
Social Media Integration | Based on 54 Kayako reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 73% (Based on 54 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. 45 reviewers of Kayako have provided feedback on this feature. | 86% (Based on 45 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 46 Kayako reviews. | 87% (Based on 46 reviews) | |
Community Forums | As reported in 36 Kayako reviews. Enables users to engage with other users to solve common issues. | 86% (Based on 36 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Based on 39 Kayako reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 85% (Based on 39 reviews) | |
Notifications | Based on 39 Kayako reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 88% (Based on 39 reviews) | |
Targeted Emails | Based on 34 Kayako reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 81% (Based on 34 reviews) | |
In-App Messaging | Based on 29 Kayako reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 88% (Based on 29 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Based on 113 Kayako reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 79% (Based on 113 reviews) | |
Conversation Archiving | Based on 37 Kayako reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 87% (Based on 37 reviews) | |
Lead Development | Based on 31 Kayako reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers. | 81% (Based on 31 reviews) | |
Knowledge Base | Based on 40 Kayako reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 86% (Based on 40 reviews) | |
Team Inbox | Based on 36 Kayako reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 86% (Based on 36 reviews) | |
Customer Profiles | Based on 39 Kayako reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 85% (Based on 39 reviews) |
Productivity Tools
Notes | As reported in 13 Kayako reviews. Allows users to leave notes or comments on emails or relevant cases. | 82% (Based on 13 reviews) | |
Internal Discussion | Based on 13 Kayako reviews. Provides a dedicated space or a thread feature that allows for long-form discussion. | 87% (Based on 13 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. This feature was mentioned in 13 Kayako reviews. | 83% (Based on 13 reviews) | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. This feature was mentioned in 13 Kayako reviews. | 76% (Based on 13 reviews) | |
Templates | Allows users to create canned answers or templates for email responses. This feature was mentioned in 13 Kayako reviews. | 83% (Based on 13 reviews) | |
Integrations | As reported in 13 Kayako reviews. Integrates without outside software to provide additional functionality or pull information. | 85% (Based on 13 reviews) | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. 13 reviewers of Kayako have provided feedback on this feature. | 85% (Based on 13 reviews) |
Analytics
Trends | As reported in 13 Kayako reviews. Analyzes trends in email content and resolution. | 82% (Based on 13 reviews) | |
Performance Tracking | As reported in 13 Kayako reviews. Tracks performance and productivity of users inside the application. | 79% (Based on 13 reviews) |
